Email Center - Create Service Request - Service Request Type LOV is empty. (Doc ID 1640473.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.0.4 and later
Information in this document applies to any platform.

Symptoms

On : 12.0.4 version, Integration

Actual Behavior

When creating a Service Request from an email, the SR Request Type LOV does not contain any values.

Expected Behavior

Expect the Request Type LOV to contain a list of valid SR Types.

Steps

The issue can be reproduced at will with the following steps:


(R)  Email Center Agent Console

Select and open an email from the queue
Select Create in the Service Request container
The Create Service Request page opens
See there are no values populated in the Request Type LOV

Business Impact

The issue has the following business impact:
Due to this issue, users cannot create Service Requests from emails since SR type is a mandatory requirements for SR creation.

Cause

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